TECHNICAL SUPPORT ENGINEER

 

NinjaOne is a leading unified IT operations solution that simplifies the way IT works. With NinjaOne, IT teams can automate, manage, and remediate all their tasks within one modern, intuitive platform, improving technician efficiency and user productivity. NinjaOne supports over 6,000 IT departments and managed service providers around the world, and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past 3 years. Learn more about NinjaOne here: www.ninjaone.com


As a Ninja Technical Support Engineer, you will work alongside the industry-leading Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership, while taking ownership of customer issues and utilizing resources provided to ensure high quality customer service interactions.


Job Details/Benefits

  • Full-time
  • Benefits package includes medical, dental, and vision insurance
  • 401(k) plan
  • Opportunity for growth and advancement
  • Salary range: $35,000 to $45,000 (this is an entry-level position with room to grow)


Responsibilities

  • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
  • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.)
  • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
  • Work a set schedule with rotating on-call duties (1 weekend every ~2 months with limited hours/scope)
  • Take initiative and provide prompt, accurate follow-up to tickets and support calls


Skills & Qualifications (required)

  • Ability to flourish under limited supervision
  • Proficient in Windows OS (Windows registry, services, etc.) and fluency in Windows troubleshooting
  • Working knowledge of MacOS and Mac troubleshooting is desired
  • Experience with Linux distributions and Linux troubleshooting a plus
  • Previous experience with Zendesk a plus
  • Excellent oral and verbal communication skills a must
  • Ability to exercise good judgment of priority based on customer impact
  • Ability to adapt to new technologies and processes
  • Strong interpersonal skills so you can work in a team-oriented environment
  • Understanding of any virtualization platform, basic networking
  • Previous experience with RMM software helpful but not required
  • Empathy and patience
  • A good sense of humor


Education & Experience

  • Associate’s degree in Computer Science and/or equivalent work experience
  • 2+ years’ prior experience in a customer service/support-related position

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